WFH Jobs Phoenix

Job Description

Our Contact Center Associates provide an exceptional customer experience through phone and email communication by providing order information, product information, troubleshooting, issue resolution, and general customer support.

Our Contact Center Associates have excellent communication skills and a strong desire to serve customers. They thrive on problem-solving, thinking outside the box, and issue resolution.

Essential Duties and Responsibilities

Customer Experience

• Deliver friendly and helpful service
• Demonstrate professionalism
• Actively listen and express empathy
• Navigate ambiguity
• Overcome obstacles
• Identify solutions

Operational Execution

• Proficient in all assigned areas of responsibility
• Accurate and timely completion of workload
• Implement feedback and coaching
• Drive for continuous improvement
• Follow standard operating procedures
• Adhere to company policies

Primary Duties:

• Assist customers through phone and email:
• Basic product support
• Parts identification and ordering
• Web order support, including order status, cancellations, and returns
• Issue resolution
• General questions
• Meet or exceed goals:
• Call and email audit Steps of Service
• Sincerely greet the customer
• Evaluate the customer’s needs
• Resolve the issue
• Validate the customer’s satisfaction
• Express appreciation
• Availability
• Call tag rate and accuracy
• Including pertinent information, such as item # and detailed notes
• Survey transfer rate

Other duties as assigned

Additional Duties:

• Engage in a continuous improvement environment:
• Demonstrate self-awareness and humility
• Implement coaching and feedback
• Strive to improve individual and team KPIs

Shared Duties:

Customer Experience:

• Service Level
• Customer Satisfaction
• Engage in a great place to work
• Operational Execution
• Adherence to schedule 
• Follow policy and procedures
• Commitment to continuous learning and self-development

Success Drivers

Friendly:              

• Rebounds from setbacks quickly
• Establishes a sincere connection with those they interact with
• Successfully resolves challenges with a positive outcome

Flexible :

• Learns quickly when facing new or unfamiliar problems
• Supports and adapts to change
• Enjoys the challenge of unfamiliar tasks

Action Oriented

• Takes efficient and independent action on tasks
• Invests significant effort in all tasks
• Acts promptly on issues that are new or particularly challenging

Composure 

• Stays calm and professional under pressure
• Successfully manages frustration and anxiety in high-stress situations
• Utilizes empathy and understanding to defuse customer dissatisfaction

Customer Focus

• Strives to deliver an exceptional customer experience every time
• Consistently prioritizes customers and addresses customer needs
• Invests time with customers and enjoys positive relationships
• Asks open-ended and thorough questions to understand customer priorities

Effective Communicator          

• Communicates clearly and ensures understanding; adapts the approach to match the audience
• Communicates professionally and respectfully
• Expresses genuine interest and concern when serving customers

Scope

• Staff supervision and Development – No
• Travel –  N/A
• Location – Remote

Requirements

Qualifications

Experience:

• Customer Service, Retail, or Hospitality experience preferred
• Intermediate computer skills, including MS Office (Excel, Word) required

Education:

• Bachelor’s/Associates Degree preferred or High School Diploma                                 

Physical Requirements:

• Stand, walk, sit for extended periods of time
• Speak and listen to others in person and over the phone
• Read from computer screen and reports
• Type 35 words per minute
• Lift up to 15 lbs.                                                                                                        

Availability:

• Ability to work a flexible schedule, including weekends and holidays. Regular attendance is an essential function of the job.                            

About Harbor Freight Tools

We’re a 45-year-old, $6.5 billion national tool retailer with the energy, enthusiasm, and growth potential of a start-up. We have over 1,300 stores in 48 states across the country and are opening several new locations every week.

We offer our customers more than 7,000 tools and accessories, from hand tools and generators to air and power tools, from shop equipment to automotive tools. We provide our customers with the right tool for the right job at the right price, always delivering quality and value.